Industry Analysis & Industry Trends
Revenue has increased over the past five years as the industry has recovered from the effects of the global financial crisis, which caused industry revenue to contract over the three years through 2010-11. However, business confidence has grown for much of the five-year period through 2016-17, driving demand for the industry's services as firms were more willing to spend money on telemarketing services and external customer service solutions. Despite this, the industry has also faced strong competition from offshore call centres, which is expected to have limited revenue growth to some extent. This, in addition to rising regulatory requirements, is anticipated to contribute to falling profit margins over the period. Industry revenue is forecast to rise at a compound annual rate of 1.7%... purchase to read more
Industry Report - Industry Products Chapter
The activities of call centres can be separated into inbound and outbound calls. Under this basic segmentation, inbound calls are the dominant service.
Customer care generates the largest portion of industry revenue, accounting for an estimated 57.5% of the total in 2016-17. Customer relationship management has become an increasingly important part of corporate strategies and customer satisfaction is a key area where companies can distinguish themselves. Furthermore, the rise of social media has given customers a platform to express grievances to significant numbers of people. As a result, there has been considerable investment in dealing with customers' concerns. The most common way for customers to contact businesses is via call centres. Thi.. purchase to read more